Change custom requests columns in request list for all users
Hi, I'm searching for option or query to change default columns in requests list for all users. Do you have any solution? What should I do? Thanks for helping
[Term of the Day]:VoIP
Term of the Day “Voice over Internet Protocol” Definition — What is VoIP? VoIP stands for Voice over Internet Protocol. It can also be referred to as IP telephony or internet telephony. At the simplest level, VoIP phones use hardware and software to handle telephone calls using VoIP technology. The traditional method for domestic and business telephone systems used the legacy technology of the Public Switched Telephone Network (PSTN) or Integrated Services Digital Network (ISDN). In VoIP telephone
change password, Active Directory
Hello when I want to import users from Active Directory to servicedesk plus, can I filter the import Process users from Active Directory? For example, can I set a filter that does not import password of Users when import users from Active Directory? my senario is when user in servicedesk plus change password, after Import User(s) from Active Directory or use Import Schedule User(s) from Active Directory, password of user change to Active Directory Password. I do not want this to happen and I want
Exporting all incidents
I need to get an export of all incidents and notes but the normal route i'm seeing being recommended by doing the New Custom Report --> All Incidents, isn't exporting all the data I need. The main portion I need is to be able to export the requester email address (email of who opened the ticket) and all the notes from the ticket. The ticket ID, Description, status, priority, created date and subject all export fine through the custom reports, I just need a little more info with the export. Is there
[Term of the Day]: Geofencing
Term of the Day "Geofencing" Definition — What is Geofencing and what is it used for? Geofencing is a location-based technology for setting geographic boundaries defined by GPS or RFID technology and the administrator can set up triggers that send a text message, email alert, or app notification when a mobile device enters (or exits) the specified area. Use cases for Geofencing are diverse, with both major enterprises and local businesses now embracing location-based offers. Here are some of
email integration
Hi. I'm using servicedesk plus, and I have it integrated with email, to let the users to open SR. I have configured some alerts in notification rules. The only thoing I don't know how to do is communicate with user via email, I allways have to send answers to users from the console itself. Could be great to enter the application only to change status of SR's, not to answer the users to their SR. How can I communicate with users via email? I hope I have explained OK. Thanks.
Inability to force-own a Change Ticket (CID)
Hi, Is there a way any of the Team member to force-own a specific Change Ticket (CID)? There is a challenge when the Change Ticket owner is on a long leave or on an Emergency, we cannot force-own his ticket since only him or a "superuser" can re-delegate or re-assign the Ticket. Thanks!
Checklist Problems and Ideas
Good Day I really like the new Checklist function. However, I think there are a few things that could be improved. First, there is a character limitation to the Item Name, which limits us in describing what to do. It would be great if this limitation could be lifted. Second, I tried to put some of the information alternatively in the help text field, however most of the time it is not displayed. For example I added some URLs, which are not displayed when hovering over the information icon. It looks
Convert CREATEDTIME to readable format
I am trying to run a custom report from our MS SQL Server and the dates are important. All of our ticket's CREATEDTIME show up as "1169135575865" I have the SQL statement below that gives me any ticket created between 1-1-2007 and 3-21-2010 which is working perfectly. Now I need a method to display the CREATEDTIME in a readable format such as 3/31/2010. Ultimately I want to group tickets based on CREATEDTIME into each month. WHERE DATEADD(s,WorkOrder.CREATEDTIME/1000,'01-01-1970') >= convert(varchar,'2007-01-01',21)
[SDF-81171] agent for discovering Linux, android and IOS
Hi, Is there an agent for discovering Linux, android and IOS operating systems? Many services are located on Linux servers and the SSH protocol is not suitable for their Discovery. Also, due to prevalence of using mobile devices, many users use Android and IOS operating systems, and many of the organization's software work on these operating systems. Is there a plan to solve this problem? Thanks.
Request Type Not Available In Reports
Is there a reason the Request Type field is not available when selecting columns for a Custom Report? Oversight?
[SD-89689] How to modify "Attachment dropped due to size restrictions" notification
When You send a mail for fetching with a document more than the limit. You received a notification. We want to translate this notification and add a link to upload the large attachment. Where do you modify the notification? Regards
[Tips & Tricks] Best Practices for Password Management
First, I want to provide you with some statistics from the 2019 State of Password and Authentication Security Behaviors Report, which compiled the results from a survey of 1,761 IT and IT security practitioners: 69% share passwords with colleagues to access accounts. 51% reuse passwords across their business and personal accounts. 57% who have experienced a phishing attack did not change their password behaviors. 67% do not use any form of two-factor authentication in their personal life, and 55%
Asset Explorer - Updating and Migrating
We're currently using Asset Explorer 6.1.0 Build 6128 on a Windows 2012 server. I would like to update the software on the existing server then migrate to a new Windows 2019 server. Could anyone point me to any instructions/documentation to accomplish this task? Thanks in advance.
Convert assigned time to date / time
Hi i would like to convert the following 1435092529026 in to date / time. What would be the formula to convert Thanks Microsoft SQL 2012 Service desk plus build Your Version: 11.1 Build 11118
Authorization Warning : on accessing view solution from Self Service Portal
If you happened to come across situations, where users are unable to access "I am looking for a Solution" from their Self Service Portal, even though they have access to the solutions tab. Then this article is for you. Behavior Change: 11118 SD-89683: If any custom widget is configured with the '/SolutionsHome.do' URL, then the operation param '/SolutionsHome.do?action=view' must be included in the URL, or else an error message mentioning "you are not authorized" will be thrown. Solution: (Applicable
[Term of the Day]:Unified Threat Management
Term of the Day “Unified Threat Management” Definition — What is UTM and its benefits? Unified threat management (UTM) is an information security term that refers to a single security solution, and usually, a single security appliance, that provides multiple security functions at a single point on the network and protects the users from a blend of sophisticated cyber threats. The all-in-one solution will make your IT security much simpler, more unified, and easier to manage. A UTM appliance
[SD-79491,SD-78846] Job Execution Failure - Common Notification Job Executor
Greetings, Since upgrading from 9426 to 10016, the error log is receiving lots of the following error in the JOB_SCHEDULER module, Sub Module: CommonNotificationJobExecutor... System Log details: System Log Message: JobExecutionFailure: jobId:1265542; ErrorMessage: java.util.concurrent.ExecutionException: java.lang.NullPointerException; JobInfoObject: {"errorInfo":[null],"jobId":[1265542],"jobInput":["{}"],"executorClass":["com.manageengine.servicedesk.jobexecutors.CommonNotificationJobExecutor"],"moduleName":["COMMON_ACTIONS_NOTIFICATION_JOB"],"jobInputObjectStore":["com.manageengine.jobscheduler.JobInputObjectStore@621d918d"]}
FYI: Fixing Requester Self-Service Portal Home Screen URLs
Attached screenshots for reference. The View Solutions button in my requester's home screen inexplicably lost a part of it's URL (?action=view) and was returning a "You are not authorized to view this page" for all requesters and technicians who followed the URL due to this. The ticket I had open with support was elapsing 16 days with no progress, and I quite by mistake stumbled upon the fix: Clicking Theme -> Edit gives you this code editor. (you get to this screen though Admin -> General -> Self
[Term of the Day]: Endpoint Protection
Term of the Day "Endpoint Protection" Definition — What is Endpoint Protection and why is it crucial today? Endpoint protection is a term often used interchangeably with endpoint security. It refers to the approach of protecting an endpoint business network when accessed by remote devices like smartphones, laptops, tablets or other wireless devices. Every device which can connect to a network poses considerable danger. As these devices are placed outside of the corporate firewall on the edge
[DidYouKnow-42] Why your apps need Short Session Timeout
Keeping your applications secure and data protected is a growing concern in today’s era. Security compliance is of the utmost importance across all organizations and failure to do the same might lead to data loss and business risk. As an enterprise organization that is particular about compliance and security, you might want to ensure the security of your data by implementing a strict session inactivity timeout limit. Also, the Session timeout plays a significant role in managing the system resources
[SD-82344] SDP & SCCM Integration
Hi, I'm trying to integrate our SCCM with SDP. We are running SDP 10508 & SCCM CB. The issue I have is our SCCM DateBase is not on the default instance. I've tried adding it in via Admin >> Discover >> SCCM Integration then filling in the fields. The user guide has no information about instances. However I can not get it to connect no matter the config I put in. eg Hostname: ServerName\InstanceName DataBase Name: SCCMDB or HostName: ServerName DataBase: InstanceName\SCCMDB I've triple checked
Script in iOS and Android not working
Hello, I have a problem with the iOS and Android app, I have a script running in my templates that autofills some data in the request. The script that I am using is below: --> START SCRIPT <-- var fafr_key = "WorkOrder_Fields_UDF_CHAR3"; var api_key = "udf_sline_1"; var additionalFieldValue=$CS.getValue("REQUESTER.user_udf_fields."+api_key); $CS.setValue(fafr_key,additionalFieldValue); --> END SCRIPT <-- The script runs on "Changing of a Field" when the requester is filled. I use this script for
Automatic 48 Hour Hold
Is there a way that a ticket can be placed on a 48 Hour hold then automatically resolve out on resolution? For example, I go to resolution, enter my resolution and select say 48 hour hold from the status. Then in 48 hours if all is well and there is no response to the contrary from the requester, the status goes to resolved and we are done. This would give the requester 48 hours to test without the need to reopen the ticket after it's been resolved. I know I can do this manually by going in, setting
Assets management
We are using service desk plus and for asset management it fails to scan the machines connected to our network. It ends up with the following errors, 1. Credentials is not configured 2. General failure while performing the operation 3. Connection to the RPC server in the workstation failed 4. Failed to communicate the Agent. We have configured the credentials, the port 9000 is enabled, at times it does scan at times it will fail. Need suggestion and help in regards to this ASAP.
configuring sms sending
Hello , I would like to know which protocol is supported by Service desk plus for configuring sms sending Att
Issue with incident requests loading for requestors
We currently have 50+ incident requests templates within our business that work perfectly fine. However, there have been a few that i have created that just wont load for staff (either an error message appears, or the page just doesnt load. Has anyone experienced this?
How to Display Integrated Menus to Another Helpdesk Instance?
Hi, We're currently evaluating the ServiceDesk Plus Pro and we just noticed that after we created new Helpdesk Instance, the integration menus such as Desktop Central, MDM, ADManager Plus are not visible in new Helpdesk Instance. Any idea where to set this?
Problem in Duplicating a Request
hi everybody When I want to duplicate a request, Description of the request will repeat Continuously in duplicated request. 3 times or 4 times!! My Servicedesk Build number: 11116 DB : SQL Server here is some snapshots in attachments Best Regards...
IT asset, non-IT asset
hello i have two printers, one of them is IP printer and other is non-IP printer i want to add them to servicedesk plus, in SDP we have one product type as printer and it is an IT asset My question is what is the best practice in this case?
different login form for admins and users
One of the security features of web applications according to OWASP, There is a different login form for admins and users. How to create two separate login forms in the servicedesk plus?
Apply Business Rules to current requests
Is there a way to apply Business Rules to requests that already exist? The options are only for when a request is edited or created, but I think it would make a lot of sense if you could apply for existing open or closed tickets. The same way Outlook Rules can run and apply on emails.
Push notification need to live internet connection in SDP Server
Hi, I have question for get push notification in SDP mobile app. I active this feature on SDP and install app on my Android mobile device. When I disconnect internet from SDP server, push notification doesn't send to my mobile and when I connect internet to SDP server, I get push notification. Does this feature an live internet connection on SDP server? Thanks for helping
Push Notifications in Android App
Hi, Push notification in Service Desk Plus Android App is not working even though my application is upgraded. My SDP Version : 11121 My Android App Version : 5.2.4
Remove First Response requirement
Hi, Is there a way where we can remove the "First Response" requirement upon acceptance of Ticket? We would want to lessen the steps needed to complete the Ticket Acceptance. My idea is to have it automated. Send the response to the Ticket requestor upon Ticket Acceptance instead of crafting an email or sending a template or putting a note that adds another step. We would want to implement LEAN on this and remove another step. Thanks!
[Term of the Day]:Search Engine Marketing
Term of the Day “Search Engine Marketing” Definition — What is SEM? Search Engine Marketing or SEM (also known as Search Marketing) is the practice of gaining traffic and visibility from search engine results pages, using both paid and unpaid efforts. Traditional SEM is made up of two processes: “organic” search engine optimization (SEO) and pay-per-click advertising (PPC). SEM was an umbrella term that incorporated search engine optimization (SEO) and paid search. Over time, the definition
Bad Request Error
Using Postman, I added the TECHNICIAN_KEY to the header and got the following error: "response_status": { "status_code": 4000, "messages": [ { "status_code": 401, "type": "failed", "message": "V3API restricted for Path:/api/v3/requests Method:POST" } ], "status": "failed" } Is this a permissions error?
[Term of the Day]: Backdoor
Term of the Day "Backdoor" Definition — What is a Backdoor in Computing? In layman's terms, a backdoor is normally a door that is obscured from the general public. It is not normally used as an active passage in the everyday working of things. Imagine you're a burglar casing a house for a potential robbery. You see a "Protected by…" security sign staked in the front lawn and Ring doorbell camera. Being the crafty cat burglar that you are, you hop the fence leading to the back of the house. You
Service Hours
Hi, Currently, we are not able to set the Service Hours: Monday 5AM - Saturday 7AM. Our Server Team is on a 24/5 shift only and not on 24/7. How can this service hours be set? Thanks!
Can the Recent Items button be made more accessible?
The Recent Items button is at the top of the page. If I've scrolled down a long request, I have to scroll to the top to access it. Can it be duplicated on the request toolbar? There's already a Back To List View button on it. A "previously viewed request" button there would be handy too, if one is swapping between two requests.
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